Terms & Conditions of Service

1. Our Services

Local Plumbers provides professional domestic plumbing services including, but not limited to:

• Water leak repairs
• Leaking pipe repairs
• Tap repairs and replacements
• Sink plumbing
• Toilet repairs
• Shower and bath plumbing
• Kitchen plumbing
• Bathroom plumbing
• Radiator and associated pipework
• Washing machine and dishwasher plumbing connections
• General domestic pipework
• Plumbing maintenance
• Emergency plumbing repairs
• General domestic plumbing fault finding

2. Quotations and Estimates

Where possible, we will provide an indication of the expected price before work begins.

A quotation is based on the information reasonably available to us at the time it is provided. Plumbing faults can sometimes reveal additional problems once pipework, fittings, appliances, walls, floors or other areas are accessed.

If additional work is discovered that was not reasonably apparent when the original quotation was given, we will explain the additional work and any additional cost before proceeding wherever reasonably practicable.

We will not deliberately carry out substantial additional chargeable work without informing the customer first, except where immediate action is reasonably required to prevent injury or significant damage to property.

3. Call-Outs and Investigations

Some plumbing problems cannot be accurately diagnosed without attending the property.

Where a call-out, diagnostic or investigation charge applies, this will be communicated to the customer before attendance wherever reasonably practicable.

A call-out or diagnostic charge may still be payable if the fault cannot be repaired during the initial visit, provided the charge was disclosed beforehand.

4. Payment

Unless otherwise agreed in writing, payment is due following completion of the agreed work.

For larger jobs, we may request a deposit, payment for materials in advance, stage payments, and a final balance upon completion. Any such arrangement will be agreed with the customer before the relevant work is undertaken.

Payment must be made using an accepted payment method communicated to the customer.

5. Materials and Replacement Parts

We aim to use suitable materials and components appropriate for the work being undertaken.

Where a particular product becomes unavailable, we may recommend a suitable alternative. Any material substitution that materially changes the agreed job or price will be discussed with the customer before installation wherever reasonably practicable.

Manufacturer warranties on products or components remain subject to the individual manufacturer's terms and conditions.

6. Customer-Supplied Parts

We can, where agreed, install components or materials supplied by the customer. However, we cannot guarantee the quality, suitability, durability or manufacturing integrity of customer-supplied products.

Our workmanship guarantee will still apply to the quality of our installation work, but it will not cover a fault caused by a defective, unsuitable or incorrectly specified customer-supplied product.

7. 12-Month Workmanship Guarantee

We stand behind the quality of our work. Plumbing workmanship carried out by us is guaranteed for 6 months from the date the relevant work is completed.

If a problem occurs within this period and is reasonably determined to have resulted directly from defective workmanship carried out by us, we will return and rectify the workmanship issue without charging the customer for the remedial labour. The customer should contact us as soon as reasonably possible after noticing a problem by calling 07985 362414.

Where reasonably required, we must be provided with an opportunity to inspect the alleged problem before another contractor carries out remedial work.

The workmanship guarantee covers faults directly resulting from the way the agreed plumbing work was carried out by us — for example, an improperly completed plumbing connection, a fitting incorrectly installed by us, a leak directly caused by defective installation carried out by us, or work that has not been completed to the appropriate standard of reasonable care and skill.

The workmanship guarantee does not cover faults caused by circumstances unrelated to defective workmanship by us, including:

• Normal wear and tear
• Accidental damage
• Misuse or neglect
• Damage caused by another contractor or person
• Alteration of our completed work by another person
• Pre-existing plumbing defects
• Deteriorated or corroded existing pipework
• Existing water pressure problems
• Structural movement
• Frozen pipes
• Blockages caused after completion of our work
• Foreign objects entering drains, toilets, pipes or waste systems
• Damage caused by appliances
• Defective customer-supplied materials
• Manufacturer defects
• Failure of unrelated parts of the plumbing system
• Problems caused by a customer's failure to follow reasonable instructions provided after the work
• Damage or defects resulting from circumstances beyond our reasonable control

8. Existing Plumbing Systems

Domestic plumbing systems can contain concealed or ageing components that cannot reasonably be inspected before work begins.

We are not responsible for unrelated failures in existing plumbing systems merely because they occur during or after work carried out by us. For example, repairing one leaking section of old pipework does not constitute a guarantee that other existing sections of the system will not subsequently fail.

If we identify a significant existing issue during our work, we will explain it to the customer where reasonably practicable.

9. Access to the Property

The customer is responsible for providing reasonable and safe access to the areas required to carry out the agreed work. Where necessary, this may include access to stopcocks, boilers or water systems where relevant to plumbing work, bathrooms, kitchens, toilets, pipework, cupboards, loft spaces, under-sink areas and relevant appliances.

Customers should remove valuable or fragile items from the immediate work area before work begins.

10. Moving Furniture and Property

Where furniture, appliances or personal possessions prevent access, the customer should arrange for them to be moved before our arrival unless otherwise agreed.

We will take reasonable care when working within the property.

11. Water Supply

Some plumbing work requires temporarily isolating the water supply. By instructing us to carry out relevant plumbing work, you acknowledge that interruption to the property's water supply may be necessary for the job to be completed safely.

We will aim to minimise unnecessary disruption.

12. Concealed Pipework

Some faults involve pipes or fittings located behind walls, tiles, floors, ceilings, kitchen units, bathroom furniture, boxing or other fixed surfaces. Where access is necessary to investigate or repair a plumbing fault, some removal or opening of these areas may be required.

We will discuss significant intrusive work with the customer before proceeding wherever reasonably practicable.

Unless specifically included within the quotation, specialist redecorating, plastering, tiling, flooring, carpentry or other reinstatement work is not automatically included within plumbing work.

13. Additional Work

If additional plumbing issues are discovered during the job, we may recommend additional work. Additional work will normally be treated separately from the original agreed job unless it is clearly included within the original quotation.

The customer is free to decide whether to proceed with recommended additional non-emergency work.

14. Appointments

We will make reasonable efforts to attend appointments at the agreed date and approximate time. Occasionally plumbing emergencies, traffic, previous jobs taking longer than expected, material availability or other circumstances may affect arrival times.

Where reasonably possible, we will inform customers of significant delays. An estimated arrival time is not a guarantee unless specifically agreed otherwise.

15. Customer Cancellations

Customers should provide as much notice as reasonably possible if they need to cancel or rearrange an appointment.

Where we have purchased specially ordered materials specifically for a customer's job, the customer may be responsible for reasonable costs that cannot be recovered, where legally permitted and where those costs were properly disclosed.

Nothing in this section affects a consumer's statutory cancellation rights.

16. Distance and Off-Premises Contracts

Where a consumer contract is entered into remotely, such as by telephone or online, or in circumstances where applicable consumer cancellation legislation provides a cooling-off period, the customer may have a legal right to cancel the contract within the applicable cancellation period. For many qualifying distance and off-premises service contracts, this period is 14 days.

If you specifically request that plumbing work begins during a statutory cancellation period, you may be asked to expressly confirm that request. If you subsequently cancel after requested work has already begun, you may be required to pay a proportionate amount for services already provided where permitted by law.

Where the service has been fully performed during the cancellation period following the customer's express request and the legally required acknowledgements have been obtained, the statutory cancellation right may cease to apply.

17. Emergency and Urgent Repairs

Where a customer specifically requests a visit for genuinely urgent repair or maintenance work, different statutory cancellation rules may apply.

The urgent-repair exception applies only to the urgent repairs or maintenance requested and necessary replacement parts used to perform those repairs. Any unrelated additional work offered or requested during the visit will be treated separately where required by law.

18. Emergency Plumbing

We may accept urgent plumbing enquiries subject to availability. We do not guarantee that we can attend every emergency immediately.

If there is a serious escape of water, customers should take reasonable steps where safe to do so to minimise damage, such as isolating the water supply. Where there is an immediate danger to people or property, the appropriate emergency services or utility provider should be contacted where necessary.

19. Delays Outside Our Control

We will not be responsible for unreasonable delay caused by circumstances genuinely outside our reasonable control. Examples may include severe weather, road closures, major traffic disruption, material shortages, supplier failures, emergency incidents, or restrictions preventing safe access to the property.

Where such circumstances occur, we will make reasonable efforts to communicate with the customer and rearrange work where necessary.

20. Photographs

We may take photographs of plumbing faults or completed work where reasonably necessary for job records, diagnosis, quotations, guarantee records, or evidence of completed work.

We will not publish identifiable photographs of a customer's property for advertising or marketing without permission where such permission is required.

21. Liability

Nothing in these Terms excludes or restricts liability where doing so would be unlawful. Nothing in these Terms excludes liability for death or personal injury caused by negligence or removes statutory consumer rights.

Customers are expected to take reasonable steps to reduce further loss or damage once a plumbing problem becomes known.

22. Complaints

If you are unhappy with any aspect of our work, please contact us as soon as reasonably possible so that we have an opportunity to investigate.

Contact: Local Plumbers, 3 Pinnell Road, Eltham, London, SE9 6AJ. Telephone: 07985 362414.

We aim to deal with complaints fairly and reasonably. Where the complaint relates to workmanship, we may arrange an inspection before determining the appropriate remedy.

23. Website Information

Information provided on our website is intended as general information about our plumbing services. Website information should not be treated as a diagnosis of a specific plumbing fault — a proper diagnosis may require physical inspection of the plumbing system.

Prices shown on the website, if any, are not automatically binding quotations unless expressly stated otherwise.

24. Website Enquiries

Submitting an enquiry form through our website does not automatically create a contract or guarantee an appointment. A booking is only confirmed once the relevant appointment or work has been agreed between us and the customer.

25. Intellectual Property

Unless otherwise stated, the website's original text, branding, layout and other original business content belongs to Local Plumbers and may not be reproduced for commercial purposes without permission.

26. Privacy

Personal information supplied when requesting a quotation, making a booking or contacting us will be handled in accordance with our Privacy Policy and applicable data protection requirements.

Information may be used where reasonably necessary to respond to an enquiry, arrange an appointment, provide plumbing services, prepare quotations, maintain job and payment records, handle guarantee claims, deal with complaints, and meet applicable legal obligations.

27. Changes to These Terms

We may update these Terms & Conditions from time to time. The terms applicable to a particular job will normally be those provided or made available when the relevant agreement is made, subject to applicable law.

28. Severability

If any provision of these Terms is determined to be invalid or unenforceable, this will not automatically affect the validity of the remaining provisions.

29. Governing Law

These Terms & Conditions are governed by the laws of England and Wales. Consumers retain any rights concerning where legal proceedings may be brought that are provided to them by applicable law.

30. Contact Details

For quotations, bookings, guarantee claims or questions about these Terms: